Webinars | Advanced Workforce Management Resources | CCmath

Webinars

In the spring of 2020, CCmath organized seven webinars to keep the WFM community inspired. Hundreds of viewers joined the live sessions hosted by Ger Koole, Siqiao Li and Giuseppe Catanese. If you couldn’t make it in 2020, note that all webinars are still available right here!

Ger Koole on why a contact center forecast forecast of 100% is sheer luck:

Download the sheets here

Ger Koole on the suitability of Erlang C for callcenter staffing calculations: 

Download the sheets here

Ger Koole on the complexity of chat capacity calculations: 

Download the sheets here

Ger Koole on the Man vs. the Machine:

Download the sheets here

Giuseppe Catanese on the dangers of overfitting:

Siqiao Li on handling handle times; why the AHT is not your average average:

Download the sheets here

Ger Koole on the case of intraday management; less is more:

Download the sheets here

Do you want to learn more?

Go to WFM-Academy, our eLearning platform. Here you can take courses and training whenever you want, at your own pace.

Follow a full-scale training such as the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. Through quizzes and assignments, you will be challenged throughout your training, which will be assessed by Siqiao Li PhD.